Guide • Claims files
The electronic claims file: how it works and how to manage it
The electronic claims file centralises all documents, correspondence and the status of a claims file in one digital place. The broker has full visibility over the file's progress, and documents stop getting lost between emails and paper folders.
How to open an electronic claims file (steps)
- Opening the file — the broker records the event in the system, with the date, type and description of the claim.
- Attaching documents — photos, agreed statement, police reports, repair invoices, medical certificates.
- Preparing the file for the insurer — documents are grouped in one file, ready to send to the insurance company.
- Tracking status — every status change (under review, approved, rejected, paid) is recorded with its date.
- Resolution and archiving — the resolved file is archived linked to the policy and client file.
What documents a claims file contains
- Damage report form with the date of the event, type of claim and estimated loss.
- Supporting documents: photos, agreed statement, police or fire brigade report.
- Financial documents: repair invoices, estimates and proof of compensation payment.
- Correspondence with the insurer: emails, letters, compensation decisions.
Advantages of an electronic file over a paper file
A paper claims file can be lost, damaged or reach the insurance company with difficulty. The electronic file can be consulted quickly in the platform, is easier to prepare for the insurer and keeps a history of all actions.